Refunds & Returns
At Taiter Tots, we are incredibly grateful that you’ve chosen us to be a part of your child’s environment. We take great pride in the quality of our natural fibres and the craftsmanship of every Rail Huggy. If your purchase doesn't meet your expectations, we are committed to making it right.
Questions about your Rail Huggy or a recent order? We’re here to help at hi@taitertots.com.au.
Thank you for being part of the Taiter Tots community.
1. Return Guidelines
We offer a 14-day return window from the date your order is delivered. To ensure a smooth return process, please ensure items meet the following criteria:
- Unused & Unwashed: Items must be in their original, unlaundered state. For safety and hygiene, we cannot accept returns on items that have been used on a bed or washed.
- Original Condition: Products must be free from pet hair, odours, or any signs of handling.
- Packaging: Please include all original tags and protective packaging.
To start a return, please contact us at hi@taitertots.com.au with your order details. Unless the product is found to be faulty, return postage is the responsibility of the customer.
2. Refunds
The Refund Process
Once we receive and verify the condition of your return, we will send you a confirmation email. Approved refunds are issued to your original payment method within 5–10 business days. Kindly note that we do not refund initial shipping charges.
3. Faulty Items
Faulty Item & Warranty
We stand by the durability of our products. If your Rail Huggy arrives with a defect or fails to meet our quality standards, please notify us within 7 days of arrival.
Please email hi@taitertots.com.au with:
- Your order number.
- A brief explanation of the fault.
- Clear photos of the issue.
We will prioritise a repair, replacement, or refund in line with Australian Consumer Law.
4. Pre-Order Information
We offer pre-orders for our small-batch releases.
- Payment: Charged in full at checkout to secure your selection.
- Timelines: While we aim for precision, working with natural textiles can sometimes result in production shifts. We will keep you updated on any changes to estimated dates.
- Flexibility: You may cancel a pre-order for a full refund at any time before it has been dispatched.
5. Natural Fibre Characteristics
We celebrate the use of high-quality natural fibres.
Because of the nature of our materials, you may notice minor variations in texture, weave, or print alignment. These are not flaws; they are the unique characteristics of natural textiles.
6. Usage & Safety Commitment
The Rail Huggy is specifically engineered for children aged 2 years and above. To ensure continued safety:
- Routine Checks: Always inspect the fasteners and fabric for wear after laundering and before re-installing.
- Correct Setup: Use is restricted to the instructions provided. Any modification of the Rail Huggy voids the warranty.
- Liability: Taiter Tots is not liable for incidents resulting from misuse or use outside of the recommended 2+ age bracket.